Associate Manager, Systems & Operations Support

Associate Manager, Systems & Operations Support

#HQ01-3103

House of Benefit-HQ01

Regular

Full-time

The Associate Manager, Systems & Operations Support is a key contributor to enhancing our retail efficiency by providing dedicated operational and technological support to our markets. This role focuses on optimizing the utilization of existing in-store technology and platforms, supporting new store openings and closures, and ensuring our retail teams are proficient in using current systems. This individual will manage ad-hoc market requests, develop and deliver upskilling opportunities, and collaborate closely with IT, Market Leads, and the Retail & Education team to simplify processes to refocus teams on driving profitable growth.

What You’ll Do:

• Store Systems & Technology Integration:
• Enhance retail efficiency by providing dedicated operational and technology support to our markets.
• Act as a central point of contact for market escalation regarding in-store tech support and resolutions.
• Support new store openings and closures and ensure our retail teams are proficient in respective processes.
• Maintain strong relationships with tech support to ensure all in-store system failures are addressed and resolved in a timely manner.
• Support the implementation of system updates and feature rollouts in retail locations.
• Support the Director, Store Systems & Operations, on strategic initiatives aimed at optimizing retail technology and processes.
• Training & Upskilling:
• Partner with the Sr Manager of Global Retail Systems and Ops to deliver a regular cadence of training & upskilling opportunities (regular EDU sessions/webinars) to maximize retail employees' proficiency with existing in-store technology and platforms.
• Partner with Retail & Education on in-store systems onboarding build directed at field managers.
• Create clear, concise, and engaging presentation materials (PowerPoint) for training and communication.
• Respond to and manage ad-hoc training requests from markets.
• Ensure retail teams are leveraging technology effectively to streamline tasks, improve customer experience, and enhance sales performance.
• Operational Support & Process Improvement:
• Build a regular cadence of data refreshes to update tech push reporting - inclusive of by market results and suggestions for improvement.
• Manage and prioritize incoming ad-hoc operational requests from market leads, providing timely and effective solutions.
• Identify opportunities to simplify and improve existing operational processes within stores, leveraging technology where possible.
• Collaborate with the Retail & Education team to ensure that operational best practices are integrated into training and field guidance.
• Platform Ownership & Market Support:
• Own Booxi platform market support - invite new users, de/activating stores, adjust access levels, audit users and setting, and manage connections.
• Manage Yext & Google My Business audits and ensure listings are accurate and new features are activated.
• Cegid own in-store efforts - upload sales conditions, discounts, run store reports, inventory support, and document ticket requests.
• Respond to Envoy waiver requests and download release forms accordingly.
• Cross-Functional Collaboration:
• Build and maintain strong working relationships with IT, Market Leads, and the broader Retail & Education team.
• Translate operational insights and feedback from the field into actionable recommendations for system enhancements or process changes.
• Facilitate communication between retail stores and corporate teams regarding system performance and operational needs.
• Other duties as assigned

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Information Technology, or a…